Misleading Fault logged

I made a finger error purchased electricity for more than then amount I wanted to buy for on the app banking app, there was a option to report transaction and state the reason.I choose the reason of incorrect amount purchased,I was then given a reference number:***3 regarding the investigation which according to then was going to take up to 3 working days that was on the 27th of March , 2 days after I received a email advising me that they are still investigating.So today I called to follow-up I have been advised by the Call Centre Agent that they do not refund electricity.My question is why give me false hope and log a investigation for something that the bank knows they are not going to assist with.This is misleading to the customer I am not happy at all.